AccountId: 011433970860
ContactId: 018ca253-0ac5-45e3-b364-00abad3b3ff6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 281549 ms
Total Talk Time (AGENT): 69468 ms
Total Talk Time (CUSTOMER): 60397 ms
Interruptions: 1
Overall Sentiment: AGENT=2.4, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/15/018ca253-0ac5-45e3-b364-00abad3b3ff6_20250515T20:05_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling from Marvel Dental, and I was just calling to verify a patient's benefits.
[AGENT][POSITIVE] OK, [PII], I can help you with um benefits. May I please get your callback number just in case the call gets disconnected?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes, name is [PII]. Date of birth is [PII].
[CUSTOMER][NEUTRAL] And then the policy number is 025079999.
[AGENT][POSITIVE] Thank you very much. Let me look that policy up real quick.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright I do show that [PII] does have an active policy.
[AGENT][NEUTRAL] The policy number that you gave me is current and the effective date is [PII].
[CUSTOMER][NEUTRAL] Perfect, is there any way that you could send me like just proof of eligibility for this patient?
[AGENT][NEUTRAL] Yes ma'am, can you give me um your fax number and I can send you a fax back with the benefit breakdown fee schedule policy number, effective date.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Perfect, it is [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] 692-2.
[AGENT][NEUTRAL] OK, I'm gonna put you on a quick hold while I get that fax ready for you and I'll be right back.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] Thank you, ma'am.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thank you so much, Ms. [PII], for holding for me. I've got that fax on its way to you now, ma'am.
[CUSTOMER][POSITIVE] Thank you so much. Sorry, I had the phone muted.
[AGENT][NEUTRAL] That's OK. I figured you were.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Probably answering a phone or something.
[CUSTOMER][POSITIVE] Yes, thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][POSITIVE] And have a good day bye.
[AGENT][POSITIVE] Is there anything else I can help you with before we go? OK, well, Miss [PII], you have a beautiful day and thanks for calling APL.
[CUSTOMER][POSITIVE] I can help you
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][POSITIVE] Thank you, bye.
[AGENT][NEUTRAL] Bye-bye.